How our behaviour needs to adapt to the Digital World.


We are now well and truly living in a digital world! We have been talking about it, and playing with it, for a number of years but most of us have not felt the need to cross the chasm that represents what we were doing and what we should be doing.


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How to build a customer-centric organisation


Customer-centric organisations achieve success by providing consistently delightful customer experiences. In this, the third article in our series on customer-centricity, we explore how to emulate their successes. 

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Why you need a chief customer officer


  "There are numerous examples of highly dedicated and professional customer experience (CX) managers striving to deliver on their mandate, but without a voice at the highest executive levels." Rick Parry

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Customers will never love a company until the employees love it first


A healthy culture is often considered an optional enhancement. It's not! It's the foundation of sustainable high performance. 

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Four Traits of Customer-Centric Leaders


A while back I worked with the head of a European bank who endeavoured to shift his organization to be more commercial and customer-centric. His bank had been languishing in the middle of the pack for a number of years and his belief was that by fundamentally shifting the ways in which his organization engaged with customers, the firm would realize better results. 

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A customer-centric company is more than a company that offers good service.


Customer-centric is a way of doing business with your customer in a way that provides a positive customer experience before and after the sale in order to drive repeat business, customer loyalty and profits. 

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Would you rather have a satisfied customer ... or a delighted one?


We've never come across anyone who is content with just 'satisfied'. And so, you'd think that delightful customer experiences would be more common, wouldn't you? After all, no one sets out with the intention of being average.

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Join us at the Customer Experience Management (CEM) Africa Summit


 We are thrilled to be part of the CEM Africa Summit taking place at Century City Conference Centre from 16 - 17 August.

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Exactly what is Customer Experience Management (CEM)?


​When I was first introduced to the Customer Experience (CX) world, contrary to my expectations, I found a heavy influence on technology and process with little or no attention paid to the 'people' component.

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Are you the Bad Apple at Work?


Sometimes truth is stranger than fiction. If you place several pendulum clocks on the wall, they begin to swing in synchrony, no matter how they are set in motion.

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The 'Don't satisfy my customer, delight them' motto


 Warren Buffett, the billionaire chairman of Berkshire Hathaway Inc., advised aspiring entrepreneurs that satisfied customers are essential to building a business.

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AIGS sees benefits from Delight@Work


Great employees translate into great customer service, and great customer service is the cornerstone of increased revenues and business growth. 

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A good deed can go a long way…


It is our business to spread delight. After watching the TVC Thai Life Insurance advert (attached to this article) we thought it would be appropriate to share and here is our motivation.

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It's all about the people


Day 1 Fight Club Debate No 2 

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